Full-Time Audience Services Representatives

Roundabout Theatre Company, New York’s leading not-for-profit theatre seeks energetic, empathetic, and dependable solution-orientated individuals for full-time Audience Services Representative positions.

Audience Services Representatives provide best-in-class customer care in Roundabout’s high-volume Call Center. Handling calls for Roundabout Theatre Company and Criterion Ticketing—ticketing for rentals in Roundabout’s venues; this position is expected to field inbound purchases and customer service calls expertly, solicit donations, process ticket orders and respond to customer correspondence. Reporting daily to the Call Center Managers, Representatives will be given the tools and training to effectively meet customer needs while also generating the maximum revenue for the institution to support its mission and productions. This position is compensated with a combination of base pay ($17/hr) and commission (3% on select contributions). This is a full time position with all standard Roundabout benefits.

This is some of what the Audience Services Representative will do:

• Field inbound calls with ticketing or subscription inquiries and be able to respond to customer emails and live chat inquiries while providing exceptional customer care. This includes managing challenging situations promptly and professionally.
• Utilize Tessitura (Roundabout’s customer relationship management software), calling scripts, and other software to ensure that all customers receive relevant and personalized care.
• Process subscription and single ticket orders submitted through all channels while also soliciting donations.
• Assist with departmental mailings and special projects.
• Maintain a robust knowledge of all our offerings, sales techniques, policies, and customer service standards.
• Additional duties as assigned.

This is some of what the Audience Services Representative will bring:

The ideal candidate is dependable and personable with experience handling both customer service and sales calls in a high-volume call center. They demonstrate unfailing commitment to customer service, responding promptly to customer needs while upholding the organization’s values.

This person is reliable and personable with a collaborative spirit. This person is open to taking on new tasks and challenges, and is able to adapt to changes in a fast paced work environment, including the ability to shift between outbound and inbound calling duties as needed.

Experience with Tessitura (or comparable ticketing systems) preferred, but not required. Flexibility to work weekend, evening and holiday shifts is a must. Remote work materials are provided to all new hires, however currently staff are returning to office and applicants must be able to work at our Manhattan office.